CTG overview:

• Assist360 is the medical and travel assistance company that provides peace of mind for those working in fragile and conflict areas. Our Global Response Centre, based in Cape Town, South Africa works closely with our local in-country teams to respond to medical emergency situations for Committed To Good (CTG) and other clients. 

   

• Visit www.ctg.org to find out more

Overview of position:

• The primary purpose of the Global Response Centre Operator is to be the customer facing, first point of entry for members, patients & clients requiring medical or travel assistance. You will triage & manage allocated cases to ensure the clients receive the best possible response. This is a role for someone who takes pride in delivering excellent customer service and thrives when working under pressure to solve complex problems.

Role objectives:

• Work as part of a 24 / 7 shift pattern.
• Answer requests for assistance in a timely manner initial call handling, triage, coordination with local agents & client representatives.
• Escalate cases in line with company guidelines & client operating procedures.
• Filter & coordinate emergency medical requirements to the Assist360 medical team, operations team, or partners & follow up.
• Coordination with security partners.
• Medical claims handling for specific clients.
• Maintain the Global Contact Directory.
• Information management & record keeping, security of information & accuracy of information in the case management system.
• Perform any other duties which may be assigned.

Project reporting:

• This role reports to the line manager.

Key competencies:

• Customer service.
• Critical thinking & problem solving.
• Decision making.
• Strong written & verbal communication.
• Knowledge & understanding of different cultures & religions.
• Teamwork.

Team management:

• This role has no team management responsibility.

Further information:

• Must be a resident in South Africa.
• This successful candidate will be required to work on a 24/7 rotating shift basis.
• Ability to fluently speak English is essential.